Customer Experience Professional
5 days ago
The Customer Experience Professional will be responsible for delivering exceptional support to customers in Brisbane, ensuring their technology issues and requests are resolved promptly and efficiently.
As a key member of our team, you will provide Level 2 Desktop/Deskside Support services for end-user EUC equipment and systems, resolving incidents and requests within the agreed Service Level Agreement.
Key Responsibilities:
- Provide diagnostic troubleshooting and incident resolution for users onsite and remote, ensuring accurate and comprehensive notes are entered into the ITSM tool for each event managed.
- Escalate to 3rd party support / vendors where appropriate, including warranty repair processing.
- Produce Knowledge Base Articles (KBAs) to enable customer experience analysts to close more cases.
Requirements:
- Technical understanding of LAN/WAN/Voice/Security - in relation to End User technologies - with demonstrable experience in one or more technologies.
- Knowledge of Microsoft Modern Device Management (Intune, M365), having previously supported end-users with desktop, laptop, tablet, and mobile device issues.
- Pride in being a self-starter who remains calm, detail-oriented under pressure; exhibiting an engaging style of communication and customer 'centricity in every interaction.
- Passion and desire to develop and share knowledge.
- Able to work well within a small team to achieve positive customer outcomes.
- Relevant IT Technology qualification such as Degree, Diploma, CompTIA, ITIL.
About Us
We're Logicalis Australia, and we're not just changing the game – we're driving the future of technology. As Architects of Change, our mission is clear: to become the leading technology services provider and employer in the Asia-Pacific region.
We combine our expertise and resources to position ourselves as a tech powerhouse, ready to capture growth opportunities across APAC and deliver exceptional service to our customers. You'll be part of a dynamic team of 7,000+ innovators, collaborating across 30 territories with over 10,000 clients from diverse industries.
Our Promise
Belong, Grow, and Thrive with us We offer equal paid parental leave, flexible ways of working, diversity equity and inclusion commitment, investment in your leadership and career, and a culture that values accountability and zero tolerance for un-inclusive behaviors.
Estimated Salary: $120,000 - $150,000 per annum (dependent on experience)
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